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Kudos0

How to add a Product Key to existing subscription and have coverage be sequential not concurrent

I have Norton Security Deluxe for Win10 PC, covers five devices. I don't like the price I am charged for auto-renewal so instead I buy a 1-year subscription from a local store or from Amazon and obtain from it a Product Key. Last year I did this, and when I logged into Norton and added my Product Key, Norton's website showed the 1-year as starting the day I added it. They did not tack it on to the end of my existing subscription like I anticipated. For instance, and I'm using last year's dates in this example here, my existing subscription was to expire 12/12/2018. When I added my 1-year Product Key online on 10/30/2018, I expected my expiration date to be pushed out to 12/12/2019. Instead my existing subscription retained it's 12/12/2018 expiration date but I saw a new separate registration with dates 10/30/2018 - 10/29/2019. In other words, I had overlapping coverage from 10/30/2018 to 12/12/2018 where I am paying double for the same service:

Subscription #1: 12/12/2017 to 12/12/2018

Subscription #2: 10/30/2018 to 10/29/2019

Ok, yeah, maybe they think I bought five more devices to need coverage. Not so. To fix this, I had to call in to get alive person who cheerfully and quickly made the subscriptions run sequentially, not concurrently, with a new single expiration date of 12/12/2019 as desired.

But that was LAST YEAR.

This year, to avoid this unwanted overlapping, I called Norton prior to purchasing Product Keys to see if I could get ahead of this problem. Maybe there is a way to do it without auto-renewal and without having to call them to fix it. Gee, maybe they fixed their site to ask if I wanted sequential coverage. They said just to call them back once I get the Product Key in hand and they will help me add the Key then adjust the dates.

I then bought TWO 1-year subscriptions for Norton Security Deluxe and have two Product Keys in hand. I called Norton 1-800-745-6034 today, Friday at 10:49 PDT, was on hold 15 minutes before getting mysteriously disconnected. I called back and was on hold 45 minutes before I hung up out of frustration. There's gotta be a faster way to do this.

Yes, I can try their online CHAT but I am not optimistic so let me saddle up this horse and post this query:

Has anyone reading this run into the same problem described above and, if so, what was your fix?

Thank you.

Replies

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Hi trimtab.

 my "fix" for any/all License/Key/Subscription issue is > 

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Thank you, but I had acknowledged that idea, and I worry that your reply with prevent replies from those who actually experienced my problem and what solved it for them. Let's find out.

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

new license key from third party vendor starts new subscription term.  

only Official Norton Support can sort

Lets find out.  
Lets hear from Community.

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

wait a day before current subscription expires and 

Or, if you want to stack keys or add to existing subscription term or anything regarding subscription

Lets hear from Community.

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

> wait a day before current subscription expires and 

Well, I could, except by then I will have received an onslaught of emails and snail mails for Norton warning me how I am about to lose their coverage. But, I paid them their money already and I want to add the Key at MY convenience and not have to orbit their lame programming.

> new license key from third party vendor starts new subscription term.  

That fits the symptoms, but do you think that will be Norton's official stance as their built-in obstacles to meeting my needs? If so, here is what I would say to Norton:

***************************************************************************************************************************

As your customer, to me that Key is only a temporary password to receive what you vend. I don't care if I have one Key forever or a series of them. At manual renewal time, I always have to do SOMETHING, do I not, so what's the difference to me that I have a new Key? Also, this third party vendor excuse doesn't cut it. I note that anytime I pay money to you, I am using a credit card which is a third-party payer. I don't have to call your toll-free number or use your online chat to make third party payment to you as you have streamlined your website to directly accept payment from a third party. You have set up your website to receive my money easily but yet you cannot re-program your website to vend your product as easily? Because of yesterday's way of looking at things? Money always flows more quickly than the product is vended. This can be improved.

Norton, you need to add an option on your renewal page to allow someone who has auto-renewal set to OFF to ask if I want my newly-added Product Key to run concurrent to my existing subscription or to be added as an extension to it. Don't make me fuss with your toll-free waiting periods or with your off-shore chatting.

It's all programming, you can do it.

Thank you.

***************************************************************************************************************************

So, bjm, maybe saying that will bring in a few Me Too's. I made this thread title a long one because when I first searched on "Product Key" I got all irrelevant hits. Now, my thread pops up in a search. So far, so good, for the next guy.

There are Top Tier American companies who have personnel lurk their online communities to identify opportunities for improvement. I don't know if Norton is one of those companies or if there are other selected people here who can kick a complaint upstairs to them. I plan to somehow bring this to Norton's attention, what I wrote above.

I have about 100 days to renewal date so I can afford to see if this thread brings in any response or if it bombs. I'm not worried, but I think Norton needs to disengage from the idea that convenience goes in one direction only. That old-school behavior has gone stale in today's marketplace.

Thank you.

Maybe there will be community response.

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Thanks for the feedback ideas. The first one is third-party which always makes me pause, but I sent an "Awful" rating and gave them only the URL of this thread. The second one had my topic with several people weighing in, all from 2013, which tells you this has been going on a loooong time without a fix:

https://community.norton.com/en/forums/add-time-existing-subscription-ne...

The link there to a response from "Robert Reynolds a Symantec Employee" no longer exists.  FWIW, I updated that thread, pointing to this one.

Too bad for me that I don't subscribe to Twitter or facebook because I think that is where Norton's attention might be obtained.

If anyone with access to either one of them wants to post there on my behalf, please point them to this thread, maybe preface it with an eye-catching phrase, like "Norton/Symantec takes your money faster than they provide their product!"

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Yes, I can try their online CHAT but I am not optimistic so let me saddle up this horse and post this query:

FWIW ~ 
I'm optimistic re CHAT for subscription help.

Regards w Respect 

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

Yeah, I see the handwriting on the wall. I'm gonna make the old college try before I do. Thanks.

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

My suggestion is that you call customer service and speak with a rep. Try 1-800-745-6061 or 1-800-745-6034.  I have worked out similar issues many times, with no problems. 

FWIW,  my experience using Norton's online chat has been a mixed bag.  Half the time the chat folks are actually sales people who really can't help with issues like this.     But phone voice support is usually excellent at resolving subscription issues like this one.   

For future reference, as someone else above posted, before you just activate a new product license (unless you actually want two subscriptions active at the same time), you would be well advised to just until a day or two before your current subscription is about to end.  Then all you need to do is enter the new product key into your existing Norton application (see the image above which shows how to do this).

And as for emails or nagging, 1) delete the emails or ignore them, and 2) turn off "special offer notifications" in Administrative Settings.       

But as you say, if one activates a second product key well in advance of the date another product subscription ends, you will get the result that you now have, i.e., you will have two working products activated at the same time.  That's not a flaw, it's by design.  Some people actually need this if they have more devices than are offered per subscription.  For example, I have two active subscriptions because I have 18 active devices, and one 10-device subscription can't cover all my devices.  So I have two "extras" in reserve, but either my kids or my spouse sometimes buys new devices so I like to keep a few "seats" in reserve.  

But I've also done what you did (accidentally activated another subscription that I really intended to use to extend a current soon to expire subscription, and customer service was able to resolve it easily. 

Good luck to you.  

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

FWIW ~ I prefer Chat for subscription help because 
1) I can copy paste key in to the Chat dialog box.
2) I can copy paste Chat session thereby having a record. 
3) I can follow up if needed where both sides have session record. 

Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

trimtab:

Thank you, but I had acknowledged that idea, and I worry that your reply with prevent replies from those who actually experienced my problem and what solved it for them. Let's find out.

The only way to get the current subscription automatically extended is to use the Auto Renewal. Other than that, you have to do what you did last year, and are trying to do this year. Contact Support and ask them to add the time from the new key(s) to your current subscription. I have done this many times using the Chat function, with no issues.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: How to add a Product Key to existing subscription and have coverage be sequential not concurrent

@Peterweb:    Agree with you, only way to do what OP wants to do.   I too have done it many times, but prefer voice support via phone.  YMMV.